Talent Scout Management Solutions/PIVOTAL is a professional services recruitment firm dedicated to helping clients recruit world-class leadership talent.
We are currently recruiting a Customer Support Domain (CSD) Operations Manager for our client, a company that develops technology solutions, both hardware and software, in the air-defence domain.
Main job Location: Hyderabad, near Ramoji Film City
Working Mode: Fulltime
Timings: 9:00 AM - 6:30 PM (Mon to Sat)
Package: Negotiable
Travel: Frequent
Qualification:
- Bachelor's degree in Engineering (Electronics related field) or
- MBA with a technical background preferred.
- 510 years of relevant work experience
Role Overview:
The Customer Support Division (CSD) Manager is responsible for leading the internal CSD team, overseeing cross-functional operations, and ensuring efficient service delivery. The role involves resource planning, team management, process streamlining, and ensuring compliance with internal procedures to support organizational goals.
Key Responsibilities:
- Lead the CSD customer support division, ensuring effective team allocation, tracking, and timely resolution of service tickets via CRM.
- Finalize team composition and coordinate with the travel desk for team movement, travel arrangements, and bill processing.
- Conduct technical discussions with internal stakeholders and ensure proper documentation for service reports, installations, training, and certifications.
- Provide regular progress updates to senior management, ensuring compliance, accuracy, and smooth operations across cross-functional teams.
- Act as a communication bridge between field teams, management, and support functions to drive process improvement and operational efficiency.
- Monitor and ensure timely approval and clearance of bills and invoices, while ensuring the availability of spares and materials through proactive follow-up.
- Collaborate with technical teams to analyze and resolve complex service issues, ensuring that technical solutions are effectively implemented and aligned with customer requirements.
